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Team Manager

5.00 to 10.00 Years   Mumbai City   18 Jan, 2023
SELECTIONS HR SERVICES PRIVATE LIMITED
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

    We are Urgently Hiring for Team Manager - Voice Process with one of the leading MNCLocation - MumbaiProfile- Team ManagerShift UKJob description :
    • Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks
    • Manage and optimize workflows (pipeline and individual work queues) through appropriate resource planning and utilization
    • Monitor breaches and complaints to ensure smooth functioning in accordance to the pre-set deadlines, procedures and service standards
    • Participate in calls with the onshore stakeholders to understand expectations, provide feedback and reports and resolve queries or escalations
    • Identify, facilitate and implement process improvement initiatives to improve efficiency
    • Execute business transformation activities within the team
    • Achievement and maintenance of competence, defined by the companys Training and Competence (T&C) Scheme
    • Coordinate with the L&D team to conduct needs analyses and facilitate/impart skills trainings for the team
    • Coordinate with the Onshore BAs / Process Leaders to conduct needs analyses and facilitate/impart process related training for the team
    • Liaise with Business Planning & MI team where required for resource planning
    • Report on team performance, customer feedback and daily activities
    • Liaise, coordinate and manage relationships with other departments and onshore teams
    • Monitor and manage leaves, attendance, breaks, attrition, etc for the team
    • Co-ordinate with internal support functions to help resolve issues for the team
    • Participate in the recruitment process of new Executives
    • Lead, develop and coach Team Members and Process Leaders
    • Implement the rewards and recognition program
    • Prepare periodic and accurate MI reports for internal and external reporting purposes
    If interested kindly revert back with updated resume on hidden_email

Keyskills :
team management skillsvoice processinternational processinternational voic process

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